WFM & Data Analyst (Fintech)

TL;DR

WFM & Data Analyst (Fintech): Configuring ticket distribution logic and managing CRM queues to optimize customer service operations, with an accent on service performance analytics, workload forecasting, and FTE requirement planning. Focus on building time series forecasts, analyzing operational metrics like SLA and AHT, and ensuring efficient resource allocation within a high-volume fintech environment.

Location: Fully remote with schedule based on Dubai time. Opportunity for legal registration in Armenia, Georgia, Serbia, Portugal, or Spain. The company offers relocation support globally.

Company

hirify.global is a leading fintech company in the GCC region, providing shoppers with flexible payment solutions and accelerating growth for over 40,000 global brands.

What you will do

• Configure and optimize CRM internal queues for ticket distribution, including prioritization, SLA paths, and fallback routing.
• Monitor key service performance metrics (SLA, AHT, backlog) and investigate root causes of anomalies.
• Plan required agent headcount (FTE) based on forecasts and model "what-if" scenarios for operational changes.
• Build short-term and long-term time series forecasts for incoming tickets, chats, and calls, updating them based on product/marketing changes.
• Retrieve and clean data from various sources using SQL queries for forecasting models and analytics.

Requirements

• Experience in Workforce Management, contact center routing/queue management, or time series analytics/ML model development.
• Strong understanding of queueing theory principles (prioritization, waiting time, SLA, workload balancing).
• Confident SQL skills, including joins, window functions, and aggregations.
• Experience analyzing operational metrics such as SLA, AHT, abandon rate, and occupancy.
• Understanding of backlog servicing, multi-skill routing, and blended workloads.

Nice to have

• Experience configuring queues in CRM/Contact Center systems like Zendesk, Genesys, Avaya, or NICE.
• Experience building ARIMA/Prophet/LSTM or regression-based ML models.
• Experience in fintech, e-commerce, or high-volume support environments.
• Familiarity with BI systems such as Tableau, PowerBI, or Looker.

Culture & Benefits

• Flexible working hours with autonomy and responsibility.
• Participation in the company’s employee stock options program.
• Inclusive and high-performing workplace focused on growth.
• Individual relocation plan support offered for global remote employees.